Why Partner With Rust?
Innovative, Cost-Effective Approach
Consumer finance settlements often require a high volume of notice mailings, phone calls, claim forms and distributions. Our experienced consumer finance project managers have developed innovative, streamlined approaches and processes that guarantee high-quality, cost-effective service.
We Protect Your Sensitive Customer Information
Our internal data and system security practices meet or exceed today's exacting industry standards. We have received system accreditation under the Federal Information Security Management Act (FISMA) and undergo an annual SAS70 Type II audit of our data security and information technology controls designed to demonstrate our substantial level of data and system security.
We Ensure Excellent Service to the Class
Quality of service to the class is an important consideration for all parties to the settlement. To ensure excellent service to the class, we select the most appropriate tools to accomplish financial and service objectives, provide extensive training to our on-site customer service representatives, use escalation procedures to ensure callers’ questions are answered, and use plain language phone scripts created by our staff experts.
Selected Case Experience
Postcard Checks Save $1 Million
Rust met the parties’ goal of cost efficient administration by designing a special postcard check that was appropriate for the value of the settlement benefits, yet reduced the cost of printing and mailing by two-thirds, a savings of approximately $1 million. We created customized phone and database systems to track two separate subclasses and designed a convenient telephone-based claim-filing process for the subclass of non-current account holders.
Simplified, Cost-Effective Notice
To meet the parties’ goals of a simple, cost-effective notice, card members with open accounts were notified of the settlement in their monthly statements; more traditional notices were mailed to class members with closed accounts. Rust developed a phone-based filing process for class members with low statement balances. Rust issued nearly 2 million checks as a part of our administration.
Aggressive Notice Program Design
Rust worked with the attorneys general of 49 states and the parties to design an aggressive notification program in this $295 million settlement. First, Rust mailed a “pre-notice” postcard alerting class members of information to come. Simultaneously, the attorneys general put out press releases. Subsequently, Rust sent 480,000 notices to class members, with a follow-up notice sent one month later to anyone who had yet to respond. Two weeks later, Rust implemented an outbound calling process to class members who had yet to respond, to be followed by a second set of outbound calls three weeks later. The eventual filing rate was driven up to 65%.
Innovative, Cost-Effective Notice
Rust notified over 4 million class members via email to meet the parties’ goals of a cost-effective notice solution. Rust’s innovative email notification program included metadata, which was used to track the class members’ identity. Class members could acknowledge agreement to the terms online by simply clicking a button on the website; they did not have to enter any identifying information.